Change of Mind Cancellations
You can cancel your purchase at any time either before or up to 7 working days (includes all days other than Saturdays, Sundays and Public Holidays) following the day you receive the goods. To do so you need to:
1. If you want to cancel and haven’t yet received your order please contact us in writing informing us you want to cancel your order
2. If you have received your order please obtain a Returns Number (RMA) by contacting us in writing
Make sure you print and attach the Returns Number to your parcel when posting your item back to us.
Your product must be complete and in "as new" condition e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product or packaging. It must not have been used or installed. It should be returned with the original box, packaging and accessories you received with it. Any "Free Gifts" received with the product must also be returned.
Items built to customer specifications, the following cancellation charge will be applied, should you change your mind:
Stage
Custom Build & made-to-order Cancellation charges
Work has commenced
£75 or cost of work inc materials used , which ever is higher
If you wish to notify us of your change of mind (please note the Returns Number will do this as well) email us
When contacting us, you will need to quote your reason for return, order reference number and name.
Please note that after you have cancelled your order your refund may take from 14 to 21 days. Please note that all carriage fees are non refundable.
PLEASE NOTE: change of mind cancellations apply to consumer customers only and do not apply to business purchases.
Faulty Goods
Goods Faulty on Arrival - If a fault occurs within 7 days of delivery, you have the option of an exchange or refund.
Goods Faulty in Warranty Period - If your goods develop a fault after 7 days of receipt, then provided they are within their warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a full on-site service and or telephone help facilities for your convenience which we recommend you utilise in order to correct the fault quickly. This does not affect your rights under the Sales of Goods Act if the goods do not conform to the contract and the manufacturer does not repair or replace the goods or offer an alternative remedy.
Faults caused by accident, neglect, misuse or normal wear and tear are not covered.
Consumable items (e.g. non-rechargeable batteries, ink cartridges etc) are covered for three months from delivery.
Items purchased from the Bargain Basement or sold at a special price as end of line or for other reasons that prevent them being sold as new; and are sold with a 30day warranty only. These items may be second user, refurbished or discontinued stock.
To Return a Faulty Good
If you are returning a faulty good please obtain an RMA Returns Number by contacting us in writing. Make sure you print and attach the Returns label to your parcel when posting your item back to us.
When returning a faulty good please return it with the original box, packaging (where possible) and accessories you received with it. Any "Free Gifts" received with the product must also be returned.
Please note that if you return an item as faulty and it is tested as not having a fault you will be responsible for arranging and paying for collection.
Goods Damaged in Transit
If your goods were damaged in transit, you must report it to us within 24 hours of receipt as the terms of carriage preclude claims on the courier if not notified in 24 hours. If goods are visibly damaged on receipt or you are unable to check them before signing, the delivery note should be signed as "unchecked & damaged" as the terms of carriage preclude claims on the courier if not signed for a damaged, if signed for as damaged a claim has to be lodged with the courier withing 7 days or they will not allow a claim. . Once the damaged goods have been collected and received back into our warehouse, we'll issue replacement goods or a full refund as requested. Both Call 01 636 63 99 00 and email info@vistaire.plc.uk
Please contact our Customer Service Team at 01636 63 99 00 (Mon – Fri 9:00am to 5:00pm) or email info@vistaire.plc.uk or to report your damaged good | 
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